Representative 3, Call Center

Employee Benefits Competitive pay: $19.71/hr-$25.48/hr Benefits: Medical, Dental, Vision and Prescription coverage. Paid vacation, holidays, and floating holiday. 401(K) with Company match. Company sponsored life insurance, and optional AD&D, short and long-term disability. Tuition reimbursement. Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more. Pet Insurance. Legal Plan, and ID Theft Protection. Responsibilities Position Summary: The Call Center Representative 3 will lead a team of Call Center Representatives, ensuring a prompt and accurate processing of customer calls and emails in compliance with customers’ requirements and company standards. Monitors customer inbound calls and email volumes, service levels, and queues. Receives incoming phone calls and emails, service inquiries from customers, and Service Departments. Performs call quality assurance evaluations on a weekly basis. Cooperates with other departments to research and resolve customer questions/issues. Escalates customer issues/concerns to the Call Center Supervisor/Manager as needed. Conducts department training as needed. Carries out all responsibilities in an honest, ethical, and professional manner. Provides day-to-day direction and guidance to call center representatives. Communicates day-to-day information and department process changes to call center representatives. Helps resolve challenging customer calls and mentors call center representatives. Ensures customer service and quality of work meet customer requirements and Company standards. Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety). Performs other duties as assigned. Schedule Open availability Qualifications Strong computer (Excel/Outlook) skills. Ability to handle multiple tasks concurrently. Stay calm under pressure. Able to actively listen and demonstrate empathy. Highly organized and strong attention to detail. Excellent verbal and written communication skills. Strong sense of urgency. "Can do" attitude and demonstrated commitment to get the job done. Reliable and dependable. Flexible schedule to work weekends, holidays, or overtime as required. Friendly and helpful demeanor. Education and Experience 2+ years of Call Center experience or experience in a fast- paced and mission- critical response environment. Ability to be punctual and dependable. Excellent customer service skills, including the ability to proactively address customer issues and concerns, and to forge strong working relationships with customers and colleagues. Excellent verbal, nonverbal, and written communication skills. Ability to manage multiple customer calls, set and balance competing priorities with good organizational skills, multitask, and attention to detail. Ability to solve problems and apply good judgement. Ability to work independently and with minimal supervision. Ability to work constructively in a team environment and follow instructions from superiors, and coach and train a team. Good leadership skills, ability to oversee a diverse workforce. Excellent teamwork and collaboration skills. Ability to effectively delegate work and follow through to ensure good results. Ability to understand and follow all company policies and procedures and all applicable State and Federal laws. CoolSys is an EEO/AA Employer. All qualified individuals - including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio- economic status, veteran status, and other characteristics - are encouraged to apply. Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance. #J-18808-Ljbffr CoolSys, Inc.